Knowledge Management Specialist at Paga Nigeria Full Time

Job Title: Knowledge Management Specialist

Location: Yaba, Lagos
Department: Customer Experience
Employment Type: Full-Time
Sector: Financial Services
Career Level: Grade 5
Reports To: Manager, Support & Service Design

About the Role

• The Knowledge management specialist would be responsible for managing the knowledge base system by updating and adding new product and services frequently ask questions.
• Plan and execute and execute products training requirements for all Customer Experience staff. Drive and engage team members on knowledge management goals.

Primary Responsibilities

• Work effectively across the organization with stakeholders, service teams, trainers, and subject matter experts to develop and support new and existing products, features, and services.
• Develop, maintain, and update support portal with FAQs.
• Develop, maintain, and update relevant training material related to new and existing products.
• Develop product training calendar and implement training activities.
• Co-ordinate and deliver training support to all Customer Experience staff
• Carry out training interventions and select the medium for information delivery.
• Provide support with the execution and deployment of special projects via Train the Trainer and end user trainings
• Ensure that the Paga Customer Experience electronic document management system is updated and accessible to all users
• Facilitate and Manage input/feedback into training process
• Facilitate and/or teach generic training programs within customer experience
• Design and produce learning materials in a variety of formats including print, graphics, audio, video, animation, and multimedia to support training needs
• Assist in ensuring that all training interventions are tailored to meet identified skills gaps and are delivered within agreed timelines

Knowledge and Skill Requirements

• You have a Bachelor’s Degree or equivalent
• You have 2 to 5 years’ relevant experience in customer service or client management.
• You have experience managing knowledge base system/FAQ tool
• You have a good knowledge of payment products and business solutions
• Able to lead, motivate, inspire, and influence team members and colleagues.
• You have completed the mandatory NYSC.

Key Competencies:
This role is a good fit for you if:

• You are customer-obsessed, take the initiative, and exceed expectations.
• You are a proactive, collaborative team-player.
• You can adapt quickly as situations change.
• You are proficient in both written and oral English.
• You communicate tactfully and effectively both verbally and in writing
• You have the ability to prioritize and take ownership
• You are Proficient in Ms Office – Excel, Word, and PowerPoint
• You maintain effective work relationships with cross functional teams.

Application Closing Date
Not Specified.